Daniel Day Email & Phone Number

Maine, United States

Dell Certified field technician providing a high level of on-site service to business and home end users utilizing Dell consumer products. Providing on-site hardware installation and integration for Dell laptops, PC’s, and servers. Troubleshooting hardware and software issues for both business and home end users. Keeping accurate records and documentation of Dell inventory and service call information.Communicating effectively with customers to coordinate service requests.Maintaining knowledge of new technologies and vendor information to optimize customer satisfaction.

Portland, Maine, United States

Tier 1 end-user technical software, hardware, and network support for professional services clients. Provide outstanding customer service and support to Spectrum employees on technical and user support issues.Collect appropriate information needed to triage, assign, and solve tier I tickets regarding software, hardware, and operation problems, and escalate accordingly. Accurately perform account creation, management, and deletion per documented processes.Provide remote software installation and configuration support.Coordinate and closely work with team members and technical staff on problem resolution, tracking, monitoring, and reporting.

United States

Provide Tier 1 end-user technical software, hardware, and network support for professional services client requests via telephone and email. Quickly assess the user's issue and provide first level support for problem resolution.•Provide front line technical support to end users on system and applicationsupport. Identify, research, troubleshoot, and resolve software problems.• Coordinate with SE technical field staff, client staff, and vendors to ensureeffective support of new or existing system or system software.•Escalate unresolved issues expeditiously to Help Desk Tech II staff and/or otherNOC staff as appropriate.•Accurately update and maintain client documentation within the ClientDocumentation database.•Make time entries promptly, thoroughly and accurately to support service quality,company profitability and billable utilization goals for the position.•Meet and comply with all company policies, guidelines, and requirementsregarding security compliance.•Perform other tasks as dictated by daily business needs and as directed.

Augusta, Maine

Multi-tier support for non-profit organization ranging from systems administration to end user support. • Systems administration duties including server and network monitoring, backups, helpdesk ticketing, and workstation update and maintenance.• Pooled resources with IT and facilities team to complete Windows 10 systems upgrade and implementation as well as complete network architecture upgrade. • Remote and onsite end-user support services for 18 locations state-wide.

Bath, Maine

Accountable for system and network integrity by defining/enforcing access privileges, control structures, and resources. Continuously uphold organizational standards through QA. • Identify and address incoming and outgoing malicious email and web activity through Fidelis Cybersecurity, Kibana/ElasticSearch, and WebSense web monitoring applications. • Access employee email or working drives through Remote Access Connection to locate and remove malware.• Conduct monthly and quarterly security compliance audits of server/network equipment and desktop assets to identify and isolate security violations in accordance with Best Practice. • Comprehensive preparation of reports to include: employee internet misuse and abuse investigations, user access rights for termination and transfer, monthly Information Security and company violation metrics, and monthly and quarterly audits. • Review and approve Computer System Access Requests. Review of Active Directory and user groups to determine user access level and privilege.• Local Regional Authority for PKI certificate and smart card issuance.

Providing help desk, desktop support, and domain administration duties of company assets and network equipment.• Addressed all levels of technical support calls from company employees. • Assisted third party network vendor in maintenance and reworking of company network to include wiring, removal and install of equipment, and system monitoring through Windows Server OS environments. • Performed imaging/reimaging of assets, peripheral re-installation and maintenance, and deployment.• Supported and managed the sales department’s handheld scanning and ordering equipment and software to include initialization, rebuild, and ordering.• Maintained working database of company IT purchases and consulted management with issues and concerns.

Portland Area, Maine

Monitored and analyzed systems firewall, application, servers, and database logs to mitigate potential threats and uphold integrity. • Tracked sources of malware through signature detection to develop and identify how network infrastructure may have been compromised.• Review and analysis of log reports for intrusion detection, alert and remediation. Composed comprehensive and detailed reports of any breach attempts or successes. • Proactively researched trends and methodologies for corporate use and developed extensive courses of action to prevent future attacks.

Combined refined technical and customer service skills to serve as point of contact in addressing/resolving a wide array of end user issues. • Monitored commercial user support calls from clients to identify issues, perform root cause analysis, and facilitate resolution by determining the most effective manner to solve the customer’s technical issue.• Followed up on current and outstanding tickets to ensure timely and efficient resolution.• Drafted communications requesting needed documents to dealers to assist Credit Department in completing loans.• Maintained open and effective communication lines with senior staff, co-workers, and customers regarding problem issues in loans.• Provided a high level of service to customers and coworkers by exceeding department funding standards.

Call Center And Tax Reporting Group

Managed and supported insurance claims processes within a high-volume call center environment. • Identified, researched, and resolved a large volume of inbound customer support calls from clients by initiating new insurance claims, reviewing current claim status, and updating personal claim information.• Quickly identified customer needs and concerns in a professional and timely manner, providing a MAGIC response to provide a pleasant and high-level customer service experience.• Maintain thorough records of all call details and conversations in call center database.

Repair and maintenance of Maine Department of Education school laptops and assets. • Troubleshoot hardware, software, and operating system issues involving Maine student Mac laptops.• Perform routine maintenance by installing/connecting parts and peripherals, updating software, and ensuring asset is accessible and in optimum working order prior to return. • Maintain current and accurate inventory of steps and procedures performed including all pertinent asset identification information, analysis and repair steps, parts used, and re-testing results.• Installation, configuration, and maintenance of access points and base stations in schools.• Obtained Apple Certified Portable Technician certification, August 2005.